How to Set Call Priority of Calls In CallHub

Overview

My CallHub is a unique capability offered on Spoke Phone that gives each user an individual queue made up of calls that they are eligible to answer, ordered and offered in the priority that the company wants them answered.

This article provide steps for Spoke Administrators to change incoming call priorities for teams, specific numbers or on a call-by-call basis.

• Add priority to a team
• Assign priority to a number
• Add priority directly to calls
• Hiding the Priority tag on calls

Setting Call Priority By Team

1. Login to the Spoke Phone account portal and go to Teams > Manage teams
2. Click the pencil icon to edit the team you want to add priority to
3. Or click + add team to create a new one.
4. Under the Calling Rules section inside the Team, you can Override the priority of calls to the team by selecting options P1 (Highest) - P9 (Lowest)
5. Click SAVE CHANGES when you have set the priority

Setting Call Priority By Number

1. In the online account portal, navigate to Phone Numbers -> Manage Numbers
2. Find the number you want to add priority to, click the  edit  pencil icon on the far right.
3. Under the Default priority of calls to this number, you can Override the priority of calls to the by selecting options P1 (Highest) - P9 (Lowest)
4. Click SAVE CHANGES when you have set the priority

Setting Call Priority By Call

You can set call priority on a call-by-call basis by using either the Spoke Inbound Data Action or a Twilio Studio flow. 

Using Twilio Studio

Using Twilio Studio and Twilio Serverless Functions you can replace Spoke's simple IVR, with rich custom IVR flows and customer experiences that are personalized to meet your exact business needs. This includes complex multi level and data driven IVR's.

When routing calls to Spoke from Twilio Studio, you can add the priority variable directly into the TwiML redirect URL as shown below.

The supported range of values for priority is an integer value between 1 and 9, where 1 is the highest priority and 9 is the lowest. If the provided parameter falls outside the range, the call will be assigned a default value of 5.

https://api.spokephone.com/telephony/redirect?extension={EXTENSION}&organisationId={YOUR_ORGANISATION_ID}&priority=1

Additional variables are available on the redirect handler in the Spoke Developer Guide.

Using Spoke Team Call Data Action

Spoke supports data actions as a mechanism for customizing organization specific work flows. The Team Call Data Action Function allows you to intercept new inbound calls, and programmatically set/change the intended recipient or team to receive the call.

{
callGroupDisplayName: "Test Call",
offerConfig: {
priority: 1,
timeout: 15,
nextOfferTimeout: 45,
users: {
group1: ["agent1@email.com", "agent2@email.com"],
group2: []
}
}
}

Additional information for data actions are available on the Developer Guide.

Hiding The Call Priority Tag On Calls and In CallHub

Spoke Administrators: Setting System-Wide priority labelling Preferences in the Spoke Phone Admin Account Portal

1. Log into the Spoke Phone Account Portal as an Administrator
2. Go to Other->Advanced Other menu and change the Display priority for calls with priority equal to or higher than drop down menu to Do not display

Note: The default selected option is P3 which means that calls P1 through P3 will display the priority label within CallHub for new calls. If you change this value to Do not display, calls will still route based on their priority set, but will not display the priority label.

Additional Tags: Call Hub